Embassy Suites by Hilton Niagara Falls Fallsview

Hi i am stay for 3 night at embassy suites and when they check in the receptionist or hotel customers service they said to us get $200 canadian dollar every night (it's very expensive) so my husband pay the deposit for 3 night amounting $600 canadian dollar it's very bad.and when got a check out they said they refund the $600 for 3-4 days to my husband but until now more than 7 days they not refund the money! My husband email the embassy suite 2 times but until now they not have been reply.i prefer don't booked on this hotel.i am so disappointed to this horel and not coming back again.some people especially the hotel receptionist they discriminate some people.its is true am i saying.and i'm not coming back again in this hotel.so annoying

Had a less than desired stay at the Embassy Suites this past weekend. I'm extremely disappointed as we were celebrating several events (5 in total) so it was a big weekend. Upon arriving to the hotel, the front entrance/parking situation was a disaster. My party & I were asked to "circle around" multiple times simply to get out of the way before we were actually helped. Once we spoke to someone, they sent one of us to check-in while the rest waited. No wonder so many had to circle around as you had others just parked their waiting with their baggage for long periods of time as check-in was not necessarily a fast thing to do at the time. Once I finally made it out, my party was gone! Why? They were asked to "go for a short drive and come back" to make space for other vehicles. Are you kidding? Left me standing out in the cold for my car. Not to mention, parking, $75.00? LOL if that isn't robbery, I don't know what is. By the time the parking disaster was over and we finally checked in and made it to our rooms, we had spent so much time going in circles downstairs that we made it to our reservations at the Keg 10minutes late, and were turned away. Greeeat. We decided to try and make the best of it by using the pool/hot tub facilities as it was freezing outside and walking the strip wasn't much of an option. Well, they must not monitor how many people are actually in there because you couldn't even move. We ended up making a u-turn before we even made it into the water. No worries, it looked like it hadn't been cleaned in days anyway. After everything you'd think at least I can get a good nights sleep, right? (especially someone like me, new mom away for the first time, you can believe I needed it!) well, nope, fire alarm was set off at 6: 30am. Entire hotel evacuated. Ended up spending a half hour in the lobby and checking out early. Now I'm checking my credit card statement and ther eis $87.00 in charges that are unexplained. I haven't been able to get a manager on the line all day. Beyond annoying.

Never again.

Positive:
- all staff we encountered seemed very helpful and knowledgeable
- witnessed the front desk staff dealing with some very irate customers at check in, they did a great job handling it

Other notes:
- we tried taking advantage of the free breakfast, told there was a 35min wait for a table. Ended up going somewhere else and paying out of pocket.
- we tried taking advantage of the "snacks and beverage" on the 9th floor (until a certain time) we made it within this time frame and were told they were out of snacks. Drinks would be a 10min wait. We left.

An impressive hotel right on the falls. With great logistics, countless guests are transported through there. A very nice, young receptionist assigned us a wonderful suite on the 39th floor with a great view.
There was no cleaning during the stay.
Every morning there was a gigantic Canadian-style breakfast.
There were two restaurants in the hotel, both of which were very good.
There is also a pool and a sun terrace. A fitness studio and a shop where you could find everything.
The hotel was a nice experience

Pros:
Great view with phenomenal location

Cons:
Dirty rooms. They didn't clean well before our arrival. Used towel in closet and used Q-tip on the floor (see photos)
Staff is very unfriendly.
Breakfast is a cluster. Unorganized.

Great view of the falls and fireworks, parking can get expensive if you do full valet. Next time I’ll park the car myself.

Stayed in Room 1009 this past Friday - Monday with sister. Shower was moldy, floor not vacuumed and something clearly spilled and not wiped. No soap (thank goodness I brought my own). Really liked the layout of the room and the views. We did the morning free breakfast once. Too crowed and unorganized, too many unmasked people breathing on food. More than once, the elevators were super crowded.

When we arrived it was busy but they had a parking crew that allowed us to pull in for 30 minutes while we did the check in which was very quick.
I have to give credit to Stefano as he was an excellent representative of the company and provided me with an option to upgrade which I was happy to take. He was quick to provide the features of the hotel and told me about the firework show tonight at 10: 00. With employees like Stefano, the business will run itself.
The parking option is this. They will valet park your vehicle for $100 or you have option two which is to go to a nearby parking lot where they provide a shuttle back and forth. Definitely do the shuttle as it is very quick and will save you the 70 bucks. It's worth it.
My room was very clean and absolutely beautiful. The view is one that was on my bucket list and now I get to check off. The only sad part on my review is that I cannot make 10 stars for the location and just the five. The location is absolutely the best if you're going to Niagara falls.

Really great hotel amazing value too the staff were extremely kind and service is great the view in the rooms is great especially the falls view one of the best hotel views of the falls overall great hotel.

Rooms with great view of both the falls.
Near to all. Breakfast very crowded and not much options. Service is mediocre and parking is expensive. $35 per night parking they offer at another lot about 1/2 mile away with shuttle.

My family of 4 had a wonderful stay at this hotel in July 2023. The staff was friendly and very helpful. The hotel was packed with guests. The free breakfast quite chaotic and slow because of large crowds - so plan accordingly. The room was clean and exactly as advertised. Take advantage of the coupons they provide - they were also very helpful. High marks to all of the staff. The only negative side to this hotel is that it is away from all of the "fun" stuff on Clifton Hill. If you are traveling there for a more quiet/romantic side of the falls - this is where you want to stay. If you have kids and are looking to do all of the fun/entertainment stuff you might want to stay closer to Clifton Hill. We had a Canadian Falls view room which was great, but I wonder if the American falls view would be a little better. Thanks for having us!

We reserved a room months ago for my niece's birthday at a good rate. The desk clerk stated we only had a partial view of the falls and would provide us an upgraded room with a full view of both falls. The price for the upgrade was $600 additional for the duration of our stay. We agreed but the room was DEFINITELY NOT AN UPGRADE! The room was FILTHY! The jacuzzi tub was badly stained, the room itself had caked on dust and dirt everywhere. The massage chair didn't work and was ripped in various places. We were on the 40th floor with an amazing view but the smell of vomit from the carpet by the window made it unbearable to enjoy! We were unable to use the sleep sofa, when my niece pulled it out it was disgusting! So much caked on dirt as if it was never cleaned. The housekeeper came up with white plastic gloves and wiped the railing. The fingertip of her glove was as black as the bottom of a mud shoe. They said they will clean the room. That room needs at least an entire week to clean it properly. The screen to the window was ripped so we could not hear the falls. When we called downstairs about our room, management would not even come up to see the room. They offered 10,000 reward points instead, ridiculous! When we looked up the rates online, they were much cheaper than they charged us! We gathered our belongings. While at the front desk with our suitcases we finally meet the manager that was so rude on the phone. We showed her photos of that disgusting room. DO NOT GO HERE! NOT ONLY THE SERVICE IS HORRIBLE THEY ARE LIARS AND CHEATS! This place ruined our long awaited vacation. Hoping our next visit to Canada wouldn't be so unpleasant

Other than the view, everything is below average (long queue for elevators, worst breakfast buffet and overpriced rooms) and definitely not value for money.

I'm not impressed. My booking said complimentary early check in, at noon. They wouldn't let me in before four. It promised a $30 keg voucher which I didn't receive. Parking is $70. Room is nice but we're paying a ton of money so it should be.

The hotel experience was ok. The good: spacious and neat rooms, amenities like microwave, fridge office tables, sofa coffee maker etc. Nice toiletries huge glass openings for outside views. The not so good: waiting for the elevators are a pain. It takes for ever to get one and most of the floors don't have elevator displays to tell you on which floor each one of them at the moment. Some elevators don't stop at many floors. We booked a Fallsview room just like our friends and what we got is a partially city view and side Fallsview room which was really bad as we paid the same money as our friends. They tried to charge me $75 extra for the same room that our friends got. On premise Parking fee is $90 including taxes for a night. Common that's like the room itself during off season. We found parking for $20 at a nearby Motel which was only 2 min walk.

First if all I don't usually write reviews.but this is by far the worst experience.if your in room 1409 expect to find other people's clothes from the last say in the sofa bed for one.the a/c does not work.it's 3am right now and I can't even sleep.don't get me wrong me and my wife haven been coming here for years with no complaints.but this time it's like a 5 star hotel turned 2 star.the manager was a. I would call the staff post pandemic staff not 5 star at all.do ur self a favor and don't stay here.the days inn and the best Western is most likely better compared to the standards of this place right now.ive never found other people's clothes in the sofa beds and the a/c always works

I am writing this review while I am at the property. Certainly not what we expected while still at the property.

Staying at Embassy suites at Niagara Falls is one of the worst experiences we have ever had. We spent almost a $800 for 2 nights and guess what we paid additional for parking, breakfast, internet. I asked for plates so that we could have dinner which we ordered from outside, the hotel did not have plates and cutlery.

I just had a conversation with the manager of the property and he was like “ If you want to leave now then you are free to, there is nothing that I can do. You will be charged anyways. ” He had no remorse or compassion about our bitter stay.

I will ask everyone to stay away from this property, the staff is very very rude and they don’t really care much about how one feels about the stay. It’s a busy property and therefore the reason why no one cares.

You can even try it, Complaint about anything at the front desk and see how the reaction changes and rudeness shows up.

All in all

1. No breakfast
2. Parking is charged
3. Pay extra for internet
4. No cutlery for guests
5. Staff is very very rude
6. Worst for value for money

Over booked my mother in laws and sister in laws rooms during sleep cheap and made them wait in the lobby for an hour, were only rooming full price customers until they were forced to come home and cancel their room. Very poor management. My gf and I also cancelled our rooms for 2 days because of this. NEVER staying here again.

Fantastic hotel. Our booking and stay was effortless. The views were spectacular. Booked during November. Our room had really great views that changes throughout the day. It's best to get a Hilton honors membership which makes the check-in and check-out process effortless. The Hilton team was awesome they sent messages to check in on us to make sure our stay was awesome. The front desk staff was welcoming and friendly. The Hilton honors app also has digital keys that can be used to access your room. Which is a really cool process if you prefer contactless check-in.

Guess we picked the wrong weekend, (last week). Overcrowded front lobby, proof of vaccination was not asked at check in. Elevators packed, no distance restrictions, elevator attendant directing guests to board elevator to the max capacity. I stated my son has autism, we would wait for less crowded elevator.her reply was “he’ll be okay”.
The room was lovely, awesome view of both falls!

Hard to believe I'm giving such a poor review for a Hilton property, but they appear to be adopting a shady upsell technique that leaves a bad taste.

Booked a suite for a weekend trip. Check in time was 4 pm. We arrived at the hotel at 5 pm. At the front desk I was advised that my room is not ready and would need perhaps another 20 minutes. But instead I could pay $75 to upgrade to a more premium product that happened to be available right away. I was taken aback. I'm a seasoned traveler and have seen my fair share of shady upsells, but never at a brand name hotel. I explained to the check in staff that if the room was not ready well an hour after the agreed time, it is the hotel's fault and I would need to be offered a similar or higher product at no extra cost. At this point the price was immediately dropped to $50. Not wanting to wait any longer, I paid the extra amount and took the room.

I later sent an email to the team explaining why this was not ok. The customer service rep apologized and explained they were having logistics issues, and refunded the the additional charge as a 'gesture of goodwill' but then went on to add that all guests have a choice to agree or decline and since I signed at the front desk, I agreed to pay the extra. Essentially shifting the blame making it seem like I was presented with a fair choice.

I found this explanation extremely disrespectful. The choice I was presented was 1) Wait 1 hour 20mins after the agreed check in time to get the room I booked or 2) Pay extra and check in right away to a more premium room.

At the time of writing this review, my refund for the extra amount I paid is being processed. I have stayed at Hilton properties in the past where the service levels are impeccable. At a time when the industry is trying to revive itself, I wish I could say the same for properties right here at home.

No bottled water in the rooms.
Free breakfast is advertised and is mentioned in a brochure in the room. On enquiring it seems the service is discontinued due to covid. Feeble explanation considering the elevators and the Keg at the property always seemed to be at full capacity.

Parking is available offsite for $35, which is essentially a lot about half a KM away. Shuttles run every couple of minutes from the hotel. On-site parking costs $70, which we obviously didn’t opt for.

All said and done the view from the room is fantastic.

Charges for off site self parking at this property are excessive as is the $60.00 rate for valet parking. Beware: excessive mandatory hotel fees not included in room rate.

Booked for falls views and been charged for candian and American falls but what did I got back side city view so disappointed man plus parking extra not worth it

To start the valet is very unorganized, then I entered the building which was very musty and waited 20 minutes before being greeted to check in. The manager checking me in was very rude and had zero customer service skills, I don’t know who would hire this guy to manage a company that requires speaking to people. The rooms are very poor and unclean. Worst hotel I have stayed in Niagara. Go anywhere else.

How is it possible that 4 stars hotel service can't even be half good as Hampton Inn (3 stars) ? All of these things below were in contrast with my experience in Hampton Inn not a while ago.

Overall, Embassy Suites is an overpriced and over-rated hotel, only the view is okay but window is damaged.

Not even water bottle is free for Hilton member, needs to pay by token (3$) Parking is overpriced, no toiletries were given, pool is closed, no breakfast. All they give is 2 restaurant vouchers (30 for Steakhouse and 20 for IHOP). Bed is loud and old.

Terry,
the valet guy is the rudest guy that works in the hotel! I think he doesn’t need to work in a customer service company especially a five star hotel and welcoming guest! He needs a orientation for customer service!

He is the worst guy to welcome a guests who just arrived in the lobby with the family and tell me why I did not put down my window soon or open my door. From a long drive.

He should have at least said Good afternoon and Welcome to Embassy Suite!
And give us the information how long that we are allowed in the lobby to leave our vehicle and he should have offered the valet service and how much is the cost and he did not even allow us to leave the car for any minute because we need to check in.

Sheraton, Marriot, Delta etc OR maybe it’s only TERRY is not able to do his customer service work!

He should not be working in the front welcoming the guest.

Sells rooms with breakfast charge. They will tell you no more on-site breakfast and give you a coupon and tell you to order from IHOP.

IHOP Two breakfast is $87 when you order with the embassy suite $20 coupon while the Uber eat price is $46 for the same meal. Come here and help yourself for Scam and rip off.
Help yourself and go to Marriott for the same price.
Front reception is a total zoo. 4 star hotel’s front reception full of gift shops and no room for guest to check in. What a mess.

Worst Manager ever. Never ever come back again. Manager showed us the door when we asked for breakfast. She even raised fingers at us. Highly uncourteous and unprofessional. Its kind of loot going on at Embassy giving bad name to the brand and to the beautiful city of Niagra. We will raise the issue to the Mayor as well. Zero hospitality shown. Took room for $500 per night and what we got is rude attitude of manager who even told us she doesn’t care about the complain and we can go wherever we want and showed us the door that too after paying $ 1300 dollar for 2 room suite. Embassy hotel has lost its charm. Hilton should immediately withdraw its name from Embassy. Sad but true.

I wish I can leave 0 stars for this place
The customer service of this place is as bad is you could ever imagine.
I usually don't leave a review on place I visited.
This place was my worst experience I ever had in Canada.
We booked a room a week ahead of our arrival time.
We were planning to celebrate about anniversary with breathtaking views to Niagara falls.
They told us they don't have our booked room available for us and offered us a room with city view (why would you come to Niagara and have a city view?)
So we talked to management and he told us if we are not willing to change a room we can go and sleep outside.
Beside that he called security to cick us out of the hotel

Unfortunately We weren't satisfied of the room the photo on website is really different with real room view.we booked, we booked a king room with Fallsview but they changed our room bus king room were not available, but the windows are not clean enough to have a nice screen of falls and also windows have some safety line to cover the view and was not nice enough to have photo and video, you cannot have a big windows with big screen in this hotel.
Breakfast wasn't there and also they to use 20$ coupons WE should PAY 604 to buy 2 meals and after you can use coupon.their managers are not professional enough I asked them to change my room but they didn't care about it, my score to this hotel is 3-4 on 10.

I don’t know where to start. The customer service is trash, and especially if you are booking through this website, know that you are tricked. There is no breakfast, even if it stated for COVID. They say “sorry we will update” and “oh we sent you an email after you booked and couldn’t cancel”? Also, The falls view is a lie too. By booking through this website, you get a partial view of the falls, not worth your money, and by wanting a full view we had to pay an extra $50 for each room in our reservation. Very deceiving. The rooms are also not clean it’s surprising. Sure they got new sheets but the leftover food from the previous residents was still in the drawers! Oh and just so you’re aware, parking fee is $70 to be parked by the hotel. Beware that they trick you and say you have to pay for wifi but there are actually promo codes you can ask for to get free wifi in your stay. Overall, waste of money.

I’ve been booking rooms at the Embassy for over 10 years, I scheduled a booking on labour day weekend, and we check in to our room to realize the entire suite smells like concentrated garlic as if someone had been cooking up a storm in our room before we arrived.

The only thing the hotel offered us was a room change, which I declined since I have two kids that are already sleeping.

Extremely disappointed in our experience, especially considering how much business we’ve given this hotel.

Will not be staying here, nor recco end I to my friends and colleagues who are always here for business.

Check-in was quick and every staff we interacted with was friendly and helpful. We have a suite on the 26th floor and the view is amazing. We have a view of both falls and we're loving it.
The room is clean and the bed is comfy. This is the best possible way to end our trip.